What are the responsibilities and job description for the Customer Relationship Center Contact Representative II position at Hyster-Yale Group?
Job Title
Customer Relationship Center Contact Representative II
Job Category
Business Support Services
Job Description
What starts with YOU, moves the world!
Hyster-Yale Materials Handling, Inc, a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Customer Relationship Center Contact Representative II based at our Greenville, NC office.
- Please note this position follows a Monday through Friday schedule, from 11:00 AM to 8:00 PM EST. Occasional before/after-hours, weekend, and holiday availability may be required based on business needs.
What you will do:
- Follow-Up Process: Collaborate with Fleet Operations Teams to develop and execute an effective follow-up process and escalation matrix by dealer and customer. Ensure visibility to current statuses and compliance with repair time commitments for all work orders in process.
- Invoice Processing: Ensure timely and accurate processing of Fleet dealer invoices to support customer-driven deadlines for billing, data analysis, and specific customer program guidelines. Follow up with dealers to correct and resubmit invoices as needed.
- Planned Maintenance Scheduling: Ensure accurate scheduling and timely completion of dealer-dispatched Planned Maintenance (PM) events for customers on PM plans. Update customer third-party systems (e.g., Service Channel, Facility Source, Mercury) with the status of work in process.
- Customer Inquiries: Answer incoming sales and service inquiries from customers via phone, email, chat, customer portals, and other channels. Properly disposition sales and service requests and document all contact information for tracking purposes.
- Collaboration and Training: Work collaboratively with other professionals to identify and improve areas of customer service. Help train new team members and assist with the onboarding process of new hires. Serve as a subject matter expert for internal escalations from CRC Rep team members.
Who you are:
- Detail-Oriented: You have a keen eye for detail and ensure accuracy in your work.
- Proactive: You take initiative to identify and solve problems before they escalate.
- Effective Communicator: You possess strong interpersonal and communication skills.
- Team Player: You excel at working collaboratively in a diverse business environment.
What you will need:
- Education: Bachelor’s degree in a business-related field strongly preferred, or a 2-year degree with 5 years’ experience. In lieu of a degree, 7-10 years of experience.
- Experience: 2-3 years’ customer contact experience in a customer-facing sales or service system support role.
Skills, Experience & Abilities
- Product application and industry knowledge, particularly forklift truck knowledge.
- Excellent customer service and communication skills.
- Ability to execute in a team setting while working collaboratively in a diverse business environment.
- Advanced PC skills with proficiency in Excel, SQL queries, and Power BI.
Who we are:
Hyster-Yale Materials Handling, Inc, designs, engineers, manufactures, markets, and services a complete range of application-tailored lift trucks, attachments and fuel cell solutions that are transforming the way the world moves materials. As a global leader in the Materials Handling industry, Hyster-Yale Materials Handling, Inc, have been building relationships with our customers, suppliers, dealers, and employees for over 90 years.
What we offer:
Hyster-Yale Materials Handling, Inc, offers competitive pay, tuition reimbursement, supportive work environment, hybrid work option, and opportunities for growth and development. A full benefits package: paid time off; medical, dental, vision, and life insurance, employer-sponsored profit sharing and 401(k).
#LI-ER
#LI-ONSITE
Job Type
Permanent
Time Type
Full time
Work Hours
Travel Required
None
Primary Location
HY US Greenville, NC (Headquarters)
Address
1400 Sullivan Drive
Zip Code
27834
Field-Based
No
Relocation Assistance Available
No
We are an equal opportunity employer with an excellent benefit package including medical, dental and life insurance, 401(k) and profit sharing.
EOE/Minorities/Females/Veterans/Disabled
